Princess Bakery — Restaurant in Town of Oyster Bay

Horrible experience with Princess bakery in Massapequa! My family and i wanted to try a cake we were interested in ordering for a party. I was busy doing things in our house this morning, so my mother handled this whole transaction. My mother made the order this morning, a vanilla cake with strawberry and banana and custard filling. I watched and listened to my mother place the order, my father also witnessed her order the cake as well as my fiancé. When my mother picked up the cake today they told her it was a banana and custard cake and that she did not order strawberries. My mother is a very sweet woman, so she did not argue with the staff and figured maybe she made a mistake and didn’t mention the strawberries. Well when she came home and told us about this I assured her that I heard her place the order, my father also assured her she ordered the correct cake. We figured the bakery must have just made a mistake but no big deal we were going to just let it go. Then we tried the cake…. DISGUSTING. The actual cake part was completely stale, honestly it tasted like it was a few days old. I don’t know if they over cooked the cake or maybe they did in fact sell us a completely stale cake. The rest of the cake wasn’t great either, I have had this specific type of cake from other places and the frosting as well as the custard and fruit tasted much better. I don’t fault them for that, that is just my personal taste and I would never expect to be compensated for that aspect. But the other issues of the cake absolutely needed to be addressed. My mother called the bakery to calmly tell them about all of this and see maybe if they could make it right with a new cake or a refund. The women she spoke with Carmen was extremely rude. She told my mother that she has been in the business for 30 years and she knows how important cakes are to the customer, so she knows she did not make a mistake. She claimed that my mother had only ordered a banana cake… so my mother replied asking if carmen feels it is impossible for her to have made a mistake? Carmen agreed that it is possible she could have made a mistake, but she insisted that she didn’t. Apparently, Carmen is superwomen and incapable of writing an order down wrong. I found it highly unlikely that my mother, my father, my fiancé and I were all wrong. I am sure Carmen takes many orders in a day it would be very easy to make a mistake and that is fine! But the way she spoke to my mother was not fine. Moving on from the filling issue when my mother explained that the real issue is that the cake was stale, it was not edible. Well according to Carmen that also was not her fault! she responded with well you only ordered the cake this morning and wanted it for today. So, then my mother asked that if not given enough notice for a cake they sell stale cakes? Carmen said no. Finally, she stopped trying to defend the bakery and said that we would have to bring the cake in, so she could examine how stale it is… personally I find this a completely ridiculous request. But regardless of that it would not be possible for us to bring in the cake. my mother is having surgery tomorrow and we are all very busy getting ready for that. Lots of errands and things going on for the whole family. My mother explained to carmen due to her health (she has MS) and surgery tomorrow it would be difficult for her to come in, to which carmen replied well then, I won’t do anything for you. so, my mother hung up and figured she was going to have to just loose out, My father came home on his lunch break in the middle of all this and has decided to take the rest of the day off work because he wanted go down to the bakery and handle this. He did get a refund but he also got a lot of push back from dear old carmen who felt the cake and said it didn’t feel that stale…. I know this review was very long but I feel its important for everyone to know how this bakery handles themselves and all the details of this encounter, especially how they treat a member of the...

It is important to note that we have been coming to Princess bakery for 20+ years for special occasion cakes as well as bakery items. Always been fond of their service and skills. However, OUR LAST EXPERIENCE WAS SO TERRIBLY AWFUL THAT WE MAY NEVER COME BACK!!

We went to Princess for a baby shower cake. The shower was Dino themed. We had a quick, but thorough discussion about what we wanted. We were specific about certain things, but allowed for artistic freedom too. To be included... a border of monstera leaves or palm trees in fondant, polka dots around the perimeter, an area at the top to leave blank for a cake topper, and the wording which we wanted towards the bottom and on 3 lines if it seemed too wordy to squish on 2 lines. Nothing complicated. The owner took pictures of the invitation and other materials we brought in to use and base colors off of when designing the cake. The cake needed to be ready for 10am pick up 5 days later. They wrote down 7am to be sure.

The morning of party we stopped to pick up cake, arriving at Princess at 10:45am. 45 minutes after we said we would pick it up. 3 hours after they had marked it should be ready. IT WAS NOT READY. The woman behind the counter said "it would be right out" - we waited 5 minutes. A different woman then came over and said they were "putting the finish touches on it". Waited another 10-15 minutes growing very angry and upset. Noone gave us an update or came out with the cake. I finally snapped and asked what the hold up was and that we had been waiting for far too long for a cake that should have been done hours ago. They brought the cake out another 5 minutes after that. At that point, we were livid and to top it off, THE CAKE WAS WRONG.

The decorator used icing and not fondant, which we paid extra for. 2. The leaves looked like they were rushed and possibly drawn on while we were waiting. 3. There were no polka dots along the perimeter. 4. The writing was towards the top of the cake where the cake topper was supposed to go. (We had to stick the topper in the corner) 4. The writing was squished on 2 lines when there was plenty of room to layout on 3 lines like we cautioned. 4. The cake was too high for the lid they placed on top so when we arrived at the venue, part of the writing was smeared! (Thankfully the staff at venue were able to fix it)

When we pointed out all that was wrong, they only offered a refund for the fondant and said we could wait 30 minutes if we wanted the polka dots put on. They had already made us late getting to the party venue so that wasn't an option. We took the cake in disgust and left.

Everything about the pick up experience was totally UNACCEPTABLE!! I'm giving this review one star because even though so much was wrong with the cake, it did taste great (which was to be expected from past experiences). I'm not sure if our order was lost or forgotten about which led to it not being ready on time, but despite that, there was clearly a miscommunication on the design of the cake. I hope this review prompts changes in the way they run their bakery! Quite possibly lost several long time frequent visiting customers based off...

BEWARE. First time ordering custom cake from them for my daughter’s communion and cant believe how many mistakes they made for one cake. Would give this bakery a -5 star if I could.

They mistaken the cake pick up date. Pick up date was written for a week earlier prior to communion. Had no cake when I arrived and was told to come back in a hour so they can make it Spoke to them this could be avoided if I receive a phone call when I didn’t come to pick up the cake on their screwed up pick up date. Found out they called the wrong number!!!! They played the blaming game on me that I didn’t pick up. When I returned for the cake (an inconvenience for me) my daughter’s name was spelled wrong on the cake and only one sad flower was placed on the cake. I waited in the store while the cake was returned 3 times for the baker to fix it until it was at least decent looking with more flowers resembling the cake picture I submitted to them to replicate. When time to cut the cake everything fell apart since the Cake was freshly made with no time in the fridge to set.

This was a TERRIBLE experience that no one should have to encounter especially on a special occasion. The cake was rushed and the details aren’t great. My guests pointed out to me with the flaws. How embarrassing was that. Princess bakery made no attempt to rectify this horrible ordeal. Save the trouble and order...